FAQ

I would like access to the eShop, how do I create an account?

There are two ways to obtain access to the eShop, depending on whether your company already has an organization in the HEIDELBERG Customer Portal (HCP) or not:
First Option:
If your company already has an organization in the HEIDELBERG Customer Portal, the organization owner can create access for you by adding you as a new member. Once the organization owner has added you and assigned the appropriate role, you will be able to access the eShop.

Second Option:
If your company does not yet have an organization in the HEIDELBERG Customer Portal, an organization must first be created. This can be done by clicking this link eshop.heidelberg.com/us/ccrz__CCSiteRegister or call customer service at 1-800-437-7388 Monday – Friday 7:30 AM - 6:00 PM EST. After the organization has been created, the organization owner can invite members to the organization and assign the appropriate roles. Once the required role is assigned, the member will have access to the eShop.

I've forgotten the password to my account. What can I do?

Click login.plus.heidelberg.com/profile/password to request a new password.

I have received an e-mail that I should register for a HEIDELBERG account. Is this email secure?

If you received an email from HEIDELBERG in February or March 2026 asking you to register for a HEIDELBERG account, it is very likely an official and secure communication from us.
For your security, please verify whether the sender and links use the heidelberg.com domain and that any links included are protected with HTTPS encryption.

I have received an e-mail that I should register for a HEIDELBERG account. Why is this necessary?

If you have received an e-mail from us asking you to register for a HEIDELBERG account, you are currently still using our previous login system HEI-ID. In February and March 2026, however, we will switch to the more modern HEIDELBERG Account login system. This login system provides you with enhanced security for your access and data as well as a central login for all digital HEIDELBERG platforms. If you have any further questions, please contact your responsible sales representative.

I have received an e-mail that I should register for a HEIDELBERG account. How does it work?

Registration is done in a few steps:
Click the link in the email. You will be taken to the HEIDELBERG Customer Portal to create a HEIDELBERG Account.
There you click on "Register now".
Enter your details in the form and submit it.
You will then receive a confirmation email. In addition, you will receive an email to verify your email address. Open it and confirm your email address.
After confirmation, your registration is complete and you can use access to the eShop.

I am having problems registering for a HEIDELBERG account. Who can I contact?

If you have any questions or problems with registering a HEIDELBERG account, please contact your responsible sales representative.

What happens if I don't switch from HEI-ID to the HEIDELBERG account in time?

If you do not register for a HEIDELBERG account by the end of March 2026, you will no longer be able to log in to the eShop from April 2026 with your HEI-ID credentials. However, you can still register for a HEIDELBERG Account at any time after March 2026, but your old login data will be deactivated.

Starting April 2026: My login data no longer works. What can be the reason for this?

In March 2026, we switched our eShop login from the previous HEI-ID system to the HEIDELBERG Account Login system. If you have previously used a HEI ID, you now need a HEIDELBERG account to continue to gain access to the eShop. Please register via the link you received from us by email in February or March or follow this link: login.plus.heidelberg.com/welcome.
There may be other reasons why your login is not working, such as an invalid email address, an incorrect password, or unexpected system behavior. If the issue persists, please contact your responsible sales representative for assistance.

Can I place my order over the phone or by email?

Yes, customers can place an order for parts or consumables over the phone at 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST or Email HUS.Consumables@heidelberg.com for Consumables, or HUS.Parts@heidelberg.com (Processing Fee of $10 May Apply on orders less than $500).

Can I make changes to my order after it has been submitted?

Customers can make changes to their order after the order has been submitted. Changes must be made no later than 3:30 PM EST the same day the order was submitted. Please call customer service at 1- 800-437-7388 Monday – Friday 7:30 AM - 6:00 PM EST to process any changes.

When will my credit card be charged?

Upon order submission there will be a hold on the credit card in the amount of the purchase, but charges will not post until your order ships.

Which payment methods do you accept?

We accept AMEX, Master Card, Visa, Discover. Customers may also apply for credit terms by contacting customer service at 1-800-437-7388.

When will I receive my order?

Orders are processed immediately and will ship the same day if orders are received before 3:30PM EST. Customers will be notified via email of any order delivery exceptions.

How can I check my order status?

Customers will receive an email with their order confirmation when the order is placed. Tracking information is emailed to the customer when the order ships from the warehouse; However, tracking information may not be available on orders that are drop shipped. Customer’s may also call customer service at 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST to confirm tracking on an order.

How do I obtain tax exemption for my organization?

Customer’s eligible for a State Exemption should send the company’s certificate to eShop.us@heidelberg.com. Once we receive the State Exemption forms, the changes will be made in our systems in 1-2 Business Days.

Why am I being charged tax online when my organization has successfully filed for tax exemption?

Usually this means that we have not received your tax exemption form. Please call customer service at 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST or email us HUS.Consumables@heidelberg.com to resolve any tax exemption issues.

How are shipping costs calculated?

All orders of $1,500 or more qualify for free shipping. For orders under $1,500, shipping costs are determined by weight and shipping method.

Where can I ship my order?

Orders can be shipped to any address the customer specifies, but the customer must call customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST to request delivery to an address that is different than the customer’s preferred shipping method.

How do I initiate a return?

Customers needing to return a product for any reason must call customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST to start the return process. Click Here to review Heidelberg’s Return Policy.

What should I do if my order arrives damaged or is defective?

If you have received a damaged order, call customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST for resolution.

How do I find information on past orders?

To review order history, you must login to your account, then select “My Orders”.

How do I access/create my company's preferred product shopping list(s)?

A Heidelberg customer service specialist can assist you in creating a customized shopping list for your online account. Call Customer Service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST.
If you already have an established shopping list, you must login to your account, select “My Dashboard” then select “Shopping Lists” or click “My 3Lists” from the left menu.

Can multiple users at one company and still have access to all shopping list?

The Heidelberg eShop is company specific, so no matter which user is logged into the eShop, the user will have access to the company’s order history and shopping lists.

What holidays are Heidelberg closed for business and not shipping products?

Shipping could be delayed for the following Holidays:January 1st – New Year’s Day, July 4th – Independence Day, November 25th – Thanksgiving, December 25th – Christmas Day.

Do you provide technical support on machines?

Heidelberg does offer technical support. Call 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST, Option 2 for Technical Support or inquiries can be made by emailing info@heidelberg.com.

How can I search for the right product in the online shop?

Use the Search feature in our online shop to search by product name, description or part number Should you not find what you are looking for, you may also contact customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST, to assist with ordering products.

How do I add/remove equipment from my online account?

Customers can add/remove equipment from their account by submitting a request , or by calling customer service at 1-800-437-7388 Monday-Friday 7:30am-6pm EST.

Which devices are supported by the eShop?

Smart phones, tablets and computers are supported by our eShop platform.

How do I order parts?

Many parts can be found in the eShop. You can search for parts using the eShop search engine. If you cannot locate the part, you can request a quote or order using the Spare Parts form located Here or contact customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM, Option 1, for Parts.